Principal Support Engineer Critical Support Team

The Critical Support Team (CST) is a specialized group within the organization dedicated to addressing the most complex highimpact and recurring customer issues. Acting as a problemsolving hub the CST is responsible for thoroughly investigating escalated cases and recurring incidents to deliver sustainable longterm solutions.

The Principal Engineer Critical Support Team (CST) serves as a senior technical authority and problemsolving leader within the organization. This role is dedicated to addressing the most complex highimpact and recurring customer issues driving systemic improvements to enhance product reliability and customer satisfaction.

As a member of the Critical Support Team the Principal Engineer leads the investigation and resolution of escalated cases performing indepth root cause analysis (RCA) to uncover and resolve systemic gaps in products and processes. This role goes beyond troubleshooting by collaborating closely with Subject Matter Experts (SMEs) Engineering Product Management and crossfunctional teams to implement longterm solutions and advocate for product and process enhancements.

The Principal Engineer is instrumental in mentoring team members developing best practices and contributing to the improvement of support operations and tools. With a focus on proactive issue prevention this role identifies trends and implements strategies to minimize recurring issues while enhancing operational efficiency.

This position requires exceptional technical expertise strong problemsolving skills and a customercentric mindset. Given the global nature of the team the Principal Engineer must demonstrate flexibility adaptability and resilience to deliver consistent results in a dynamic fastpaced environment.

Given the global nature of our support operations CST Engineers must demonstrate flexibility by participating in shift rotations weekend shifts and oncall schedules. This ensures uninterrupted support for critical cases and consistent resolution of urgent customer needs across different time zones. Adaptability resilience and the ability to thrive under pressure are essential for success in this role.

 

Technical Support and Troubleshooting:

• Perform advanced troubleshooting for complex technical issues including system errors database optimization performance tuning and application debugging.

• Take ownership of escalated cases ensuring efficient root cause analysis and longterm resolution.

• Collaborate with crossfunctional teams to identify and resolve technical gaps ensuring alignment with customer needs and expectations.

Incident Handling: 

• Manage incoming escalations and critical incidents through established ticketing systems ensuring accurate prioritization and categorization.

• Drive incident resolution by engaging with relevant teams maintaining clear communication and adhering to established Service Level Agreements (SLAs).

• Proactively monitor and analyze incident patterns to identify recurring issues and recommend preventive measures.

• Ensure clear and consistent escalation protocols for unresolved or systemic issues partnering with Engineering and Product teams as needed.

Documentation and Knowledge Sharing: 

• Maintain detailed documentation of all troubleshooting steps resolutions and root cause findings for escalated cases.

• Develop comprehensive playbooks guides and FAQs to support both internal teams and customers in addressing similar issues effectively.

• Contribute to the organizational knowledge base by documenting verified solutions and sharing insights from critical incidents.

• Assist in training and mentoring frontline support teams to improve their ability to handle complex or recurring issues.

Customer Engagement and Communication:

• Communicate effectively with customers and partners to provide regular updates on issue resolution progress.

• Explain technical concepts clearly and concisely ensuring that both technical and nontechnical stakeholders understand the issue and the resolution.

• Foster trust and transparency with customers by maintaining a proactive approach and ensuring their concerns are addressed promptly.

Root Cause Analysis and Product Improvement

• Investigate recurring issues to identify root causes and systemic gaps collaborating with Engineering for sustainable fixes.

• Prepare indepth RCA reports with actionable insights outlining longterm preventive measures.

• Act as a customer advocate during product discussions providing feedback on recurring pain points to influence future product enhancements.

• Partner with Product Management to incorporate RCA findings into development roadmaps and ensure alignment with customer expectations.

Training and Development:

• Assist in developing and delivering training materials and sessions to enhance the skills and technical knowledge of team members.

• Mentor junior team members providing guidance on complex cases and fostering a collaborative and growthoriented team environment.

• Stay updated on the latest developments in QAD and Progress products engaging in continuous learning to improve personal expertise.

Shift Coverage and Flexibility:

• Participate in shift rotations weekend shifts and oncall coverage to provide uninterrupted global support.

• Adapt to varying scheduling requirements to ensure timely assistance for customers in different time zones.

Any Other Duties as Assigned:

• Fulfill additional responsibilities as needed to support organizational goals and priorities ensuring alignment with the overall mission of delivering highquality support.

Qualifications :

Education:

A Bachelors Degree in Information Technology Computer Science or a related field. Equivalent experience will be considered.

Experience:

• 8 years of relevant experience in supporting enterprise products with a proven track record of resolving complex technical issues and delivering exceptional customer support.

• 5 years of experience handling critical escalations managing highimpact cases and performing indepth root cause analysis to provide longterm solutions.

• Handson experience in ERP support is highly advantageous including:

• Installing and upgrading ERP products such as QAD SAP Oracle ERP or Dynamics 365.

• Troubleshooting and resolving systemlevel issues configurations and performance challenges.

• Advanced troubleshooting database optimization and managing Progress DBA tasks like backups restores and system monitoring.

Technical Skills

• Proficiency in debugging and troubleshooting Unix Windows Servers and network environments.

• Programming knowledge in C C Unix scripting and Progress for issue resolution.

• Expertise in Progress DBA tasks including database optimization backup/restore and performance monitoring.

• Strong Linux skills and basic SQL knowledge for database queries and troubleshooting.

• Experience with QAD product installation configuration and administration.

• Familiarity with cloudbased systems SaaS solutions and integration methodologies.

• QAD PKS or other relevant industry certifications are a plus.

Soft Skills:

• Strong analytical and problemsolving abilities.

• Exceptional communication skills with the ability to explain technical concepts to nontechnical stakeholders.

• Customerfocused mindset with a commitment to delivering highquality service.

Additional Information :

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy worklife balance.
• Opportunity to join a growing business launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hardworking people who support one another to get the job done.
• An atmosphere of growth and opportunity where ideasharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive cloudbased enterprise software and services for global manufacturing companies. Global manufacturers face everincreasing disruption caused by technologydriven innovation and changing consumer preferences. In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive life sciences packaging consumer products food and beverage high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions respects their unique perspectives and provides opportunities for growth regardless of background. QADs DEI program is driving higher levels of diversity equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. 

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Remote Work :

Yes

Employment Type :

Fulltime